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10 Best Live Chat Software for Your Business in 2024

Choosing the best live chat software can make or break your connection with prospects. As a seasoned industry professional with years of hands-on experience, I understand the critical role of live chat in fostering real-time interactions. 

Thus, I have curated a list of the 10 best live chat software in 2024 that can help you improve customer engagement, capture high-quality leads, and upscale your business.

Live Chat Software Best For Plan
ProProfs Chat Customization and Chatbots Forever-free for a single operator. Paid plan starts at $19.99/operator/month.
Live Chat Reports Starts at $20/agent/month.
Tidio Chatbot Templates A free plan is available. Paid plan starts at $29/month.
Drift Conversational Landing Pages Starts at $29.9/month.
Tawk.to Voice and Video Functionality Free forever.
HubSpot Centralized Conversations A free plan is available. Paid plan starts at $20/month.
Olark Stored Transcripts Starts at $29/seat/month.
LiveAgent Proactive Chat Invitations Starts at $9/agent/month.
Pure Chat Mobile Devices Starts at $39/month.
Intercom AI Chatbots Starts at $39/seat/month.

Top 10 Live Chat Software for 2024

I have first-hand experience with most of the tools on this list. However, I have also included tools recommended by my industry peers and top review sites.

1. ProProfs Chat: Best for Customization and Chatbots

I’m currently using ProProfs Chat, and it’s become an indispensable tool. This live chat software is feature-rich and incredibly user-friendly. It’s boosted my customer support and engagement efforts. The real-time chat capabilities are excellent, allowing me to connect with website visitors instantly.

One of its standout features is the chatbot, which automates responses and handles routine queries, saving me time and ensuring a consistent user experience. ProProfs Chat also offers co-browsing, enabling me to assist users by navigating their screens with them.

The customization options are impressive, from chat widgets to canned responses tailored to my needs. The robust analytics help me track chat performance and make data-driven decisions. 

What you’ll like:

  • Pre-chat form to collect visitor information before starting a chat session.
  • Chat routing to other agents or departments based on the visitor’s needs.
  • Chat ratings to get customer feedback on your chat performance and service quality.
  • Visitor tracking to track visitor behavior, location, and referral source on your website.

What you will not like:

  • Frequent updates on the AI chatbot can get overwhelming for new users.
  • The free plan is limited to a single operator.

Pricing: Forever-free for a single operator. Team plan starts at $19.99/operator/month.

2. LiveChat: Best for Reports

I used Live Chat briefly and was fully satisfied with its functionality. It was easy to install and integrate with many popular platforms and apps.

One of the features that I liked the most about Live Chat was its detailed reports that provided me with valuable insights about my website traffic and chat interactions. 

I could see where my visitors came from, what pages they viewed, how long they stayed, and how they engaged with my chat agents and bots. I could also measure and improve my chat performance with reports and ratings chatbot functionality. 

With Live Chat, I could create and deploy chatbots that could answer common questions, collect leads, and automate tasks. This saved me time and resources and improved customer satisfaction and conversion rates.

What you’ll like:

  • In-chat voice, video, and screen-sharing to communicate with visitors.
  • Knowledge base for customer self-service options by linking with a FAQ page.
  • Message sneak peek to see what visitors are typing before they send their messages.
  • Rich messages to enhance your chat conversations with images, videos, cards, and buttons.

What you may not like:

  • Occasional glitches with LiveChat, such as freezing chat window or messages not being sent.
  • Limited customization options for the chat widget.

Pricing: Starts at $20/agent/month.

3. Tidio: Best for Chatbot Templates

(Image Source: G2)

I used Tidio to provide excellent customer service and increase sales on my online store. Tidio was easy to install and customize to match my brand’s colors and style. I loved how I could manage all my communication channels in one place, including live chat, email, WhatsApp, Messenger, and Instagram. 

Using Tidio’s chatbot templates, I could boost my leads and reduced cart abandonment. I could set up automated greetings, product recommendations, and discounts for new and returning visitors. 

Tidio’s AI response bot helped me solve most of my customer problems with natural language processing. It was like having a virtual assistant that could handle multiple chats at the same time. 

What you’ll like:

  • Multilingual support to cater to a global audience.
  • Visitor list to view and filter all the visitors on your website.
  • Chat history to access and search your customers’ previous chat conversations.
  • Live typing status to show visitors when you or your agents are typing a response.

What you may not like:

  • Some users have found Tidio’s setup process to be complex and confusing.
  • Tidio’s mobile app does not have all of the features of the desktop app.

Pricing: A free plan is available (with limited features). Paid plan starts at $29/month.

Also Read: Live Chat for Customer Support: A Complete Beginner’s Guide 2024

4. Drift: Best for Conversational Landing Pages

I used Drift for my website, and I was impressed by how it helped me connect with my visitors and generate more leads. 

Drift’s live chat software is powered by AI, which means it can automatically listen, understand, and learn from buyers to create personalized experiences. 

One of the features I liked the most was the conversational landing pages, which allowed me to start real-time conversations with visitors and guide them to what they were looking for. Drift also notified me when one of my target accounts was on the website so I could chat and book meetings. 

Drift’s live chat software was easy to use, flexible, and effective. It increased my sales efficiency, conversion rate, and customer satisfaction. I would recommend Drift to anyone wanting to grow their live chat business.

What you’ll like:

  • Targeted and personalized email campaigns to your contacts and leads.
  • Drift video to create and share videos with your prospects via chat or email.
  • Conversational sales to connect with buyers in real-time and book meetings faster.
  • Detailed insights to analyze and optimize your chat performance and revenue impact.

What you may not like:

  • Drift’s automation features are not as robust as some of its competitors.
  • It is primarily designed for businesses that use a bot-driven sales model, which may not be suitable for all businesses.

Pricing: Starts at $29.9/month.

5. Tawk.to: Best for Voice and Video Functionality

Tawk.to is a free live chat software that I used to improve my customer engagement. It has a simple and easy setup; you just need to copy and paste a line of JavaScript code to your website. You can also monitor customer activity, track their journey, and localize messages in your language. 

One of the features that Tawk.to is best known for is its video and voice add-on, which lets you chat with your customers via video or voice calls. You can also collaborate with your team members, share files and screens, and create a knowledge base to help your customers. 

Tawk.to is a powerful and customizable platform that can help you improve your customer service and satisfaction.

What you’ll like:

  • Ticketing system to manage and track customer requests.
  • Block/unblock visitors from chatting with you based on their IP address or other criteria.
  • File upload to allow visitors and agents to upload and share files during chat sessions.
  • Triggers to set up automatic messages or actions based on visitor behavior and conditions.

What you may not like:

  • Long wait times and unhelpful responses from the customer support team.
  • Limited customization options for the chat widget.

Pricing: Free forever.

6. HubSpot: Best for Centralized Conversations

(Image Source: G2)

Having utilized HubSpot‘s live chat software, I can attest to its effectiveness in facilitating personalized conversations with prospects and customers at scale. 

The integration with HubSpot’s free CRM and the inclusion of AI-driven chatbots proved invaluable for qualifying leads, scheduling meetings, and addressing frequently asked questions. During my experience, I found the live chat feature particularly advantageous for connecting with visitors across various platforms such as WhatsApp and Slack. 

What I loved the most was its ability to consolidate all conversations in one centralized location, streamlining communication management. In my hands-on usage, I appreciated the software’s user-friendly interface, robust functionality, and responsive support.

What you’ll like:

  • Workflows to automate chat tasks and actions with workflows.
  • Chat routing based on agent availability, skills, or other criteria.
  • Chat transcripts to save and export conversations for future reference or analysis.
  • Chat reports to measure and improve your chat performance and customer satisfaction.

What you may not like:

  • Limited integration with third-party software.
  • HubSpot can be expensive, especially for larger businesses.

Pricing: A free plan is available (without chat routing). Paid plan starts at $20/month.

7. Olark: Best for Stored Transcripts

(Image Source: wpshout)

I used Olark’s live chat software to connect with my website visitors and provide them instant support. 

Installing and customizing the chat box to match my brand was very simple. Olark allowed me to send automated messages to greet customers, offer help, and collect feedback. I could also see real-time data on chat volume, customer satisfaction, and agent activity and get email reports on my performance. 

One of the best features of Olark was its stored transcripts, which helped me uncover valuable insights from my conversations. I could also use PowerUps to enhance my chat experience with features like co-browsing, chat translation, and CRM integration. 

Olark’s live chat software increased my sales, improved my service, and made my customers happy. I recommend it to anyone looking for a user-friendly and powerful live chat solution. 

What you’ll like:

  • Chat commands to use keyboard shortcuts and perform chat actions faster.
  • Attention grabbers to use images or animations to attract visitors’ attention.
  • Targeted messages to visitors based on their behavior, location, or page URL.
  • Chat limits to control the number of chats that each agent can handle at a time.

What you may not like:

  • Limited reporting capabilities as compared to other live chat apps.
  • Olark does not have a native mobile app.

Pricing: Starts at $29/month.

8. LiveAgent: Best for Proactive Chat Invitations

(Image Source: G2)

LiveAgent was my go-to software while working at my previous company.

LiveAgent is more than just a chat tool; it is a complete customer service platform that can handle almost all communication channels. It has a fast and reliable chat widget that I could customize and place on my website. 

It also has a ticketing system that helped me organize and manage all the customer inquiries from different sources. One of the best features of LiveAgent was the proactive chat invitations, which allowed me to initiate conversations with website visitors and increase conversions. 

This platform also offered a call center, social media integration, and a knowledge base, which made it easy for me to provide excellent customer support. LiveAgent is a simple and powerful solution that I would recommend to anyone who wants to grow their online business.

What you’ll like:

  • APIs to customize and extend your chat functionality.
  • Chat button that can be placed anywhere on your website.
  • Chat overview to monitor and manage all your chat sessions in one place.
  • Chat distribution among your agents or based on their workload or skill level.

What you may not like:

  • LiveAgent’s reporting features are not as extensive as some of its competitors.
  • LiveAgent can be challenging to scale up as a business grows.

Pricing: Starts at $9/agent/month.

9. Pure Chat: Best for Mobile Devices

(Image Source: GetApp)

Pure Chat was recommended to me by a friend, and I couldn’t thank him more. 

Pure Chat is a live chat software that helped me connect with my website visitors and turn them into customers. You can also access the powerful dashboard to manage chats, view analytics, and integrate with other tools.

One of the best features of Pure Chat is the mobile app, which lets you chat with your visitors from your phone, wherever you are. You can also access your chat history, use canned responses, and manage your security roles. 

Pure Chat helped me improve customer service, increase sales, and grow my business. I highly recommend Pure Chat to anyone who needs a reliable and affordable live chat solution.

What you’ll like:

  • Chat export to CSV or PDF files for backup or analysis.
  • Chat notifications via email, SMS, or desktop notifications.
  • Visitor details such as name, email, location, device, and browser.
  • Chat rescue to recover lost chats and messages in case of internet connection issues or browser crashes.

What you may not like:

  • No whitelabeling is available.
  • Slow and unresponsive customer support.

Pricing: Starts at $39/month.

10. Intercom: Best for AI Chatbots

Intercom is one of the best live chat apps that I have used till now. This tool allowed me to connect with my website visitors and provide them with personalized and timely support. 

One of the features that I liked the most was the AI Chatbot, named Fin, which helped me reduce my support volume and increase my team efficiency. I could answer common questions, collect feedback, and qualify leads automatically, without any human intervention. This freed up my time and resources to focus on more complex and urgent issues. 

The intercom also integrated with other tools I used, such as email, help center, and reporting. I could track user data, send automated messages, and measure my support performance all in one place. 

What you’ll like:

  • Product tours and guides for your customers and users.
  • Help center with articles and FAQs for your customers and users.
  • Shared inbox to manage and organize all your customers in one inbox.
  • Operator settings to automate customer interactions and route conversations.

What you may not like:

  • Intercom is a premium-priced tool, which may not be affordable for all businesses.
  • A steep learning curve for new users.

Pricing: Starts at $39/seat/month.

Read more: 11 Best Live Chat Software of 2024 [In-Depth Comparison]

Our Evaluation Criteria

The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:

  1. User Reviews / Ratings: Direct experiences from users, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.
  1. Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.
  1. Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.
  1. Customer Support: The quality of customer support is examined, taking into account its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.
  1. Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth. 
  1. Personal Experience/Expert’s Opinion or Favorites: This part of the evaluation criteria draws insightful observations from the personal experience of the writer and the opinions of industry experts. 

Get the Best Live Chat Software for Your Business in 2024

As you can see, many live chat apps are available in the market, each with strengths and weaknesses. To help you drill down your choices, I have recommended three options for you:

Option A: ProProfs Chat

If you are looking for a one-stop live chat solution for all your customer support needs, ProProfs Chat can be your missing friend. With easy customization, canned responses, intelligent chat routing, and AI-powered chatbots, this tool ensures you are all covered.

Option B: HubSpot

HubSpot can be your best bet if you are a business with large incoming requests. This tool can help you centralize your customer conversations in one place. HubSpot’s automated workflows can help ease your tasks, and its reports can come in handy in improving your support performance.

Option C: LiveAgent

LiveAgent can be really helpful if you are looking for live chat software to help you proactively engage your customers. This platform can help you connect with your customers on social media, while its knowledge base can help you save time with self-help articles.

If I were to recommend my favorite, ProProfs Chat is the one, and that’s the reason I am using it presently. This forever-free platform lets you try your hand without paying a penny. So, why trust my words? Try it yourself today!

Learn More About Live Chat Software!

Q: What is a business live chat software?

Business live chat software is a communication tool that enables real-time, text-based conversations between businesses and website visitors or customers. It fosters instant communication and support, enhancing customer engagement.

Q: Why add live chat to your website?

Adding live chat improves customer support, increases engagement, and boosts sales. It provides immediate assistance, builds trust, and enhances the overall customer experience, leading to higher satisfaction.

Q: Who uses live chat software/app?

Live chat is used by various businesses across industries, from eCommerce and SaaS companies to healthcare providers. It caters to organizations looking to enhance customer communication and support.

Q: What are the standard features of live chat software?

Standard features include real-time messaging, chat transcripts, file sharing, canned responses, chat routing, and integration with other tools. Analytics, chatbots, and customization options are also prevalent.

Q: How do you choose the right live chat tool for your business?

Consider factors such as ease of use, customization options, integration capabilities, scalability, and customer support. Evaluate pricing plans, security features, and user reviews to find a tool aligning with your business needs and goals.

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About the author

The ProProfs Live Chat Editorial Team is a passionate group of customer service experts dedicated to empowering your live chat experiences with top-notch content. We stay ahead of the curve on trends, tackle technical hurdles, and provide practical tips to boost your business. With our commitment to quality and integrity, you can be confident you're getting the most reliable resources to enhance your customer support initiatives.